Hiver

4.7 (117)
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Hiver: World's First Gmail-based Customer Service Helpdesk

About Hiver

Hiver is the world’s first helpdesk built for Google Workspace. We help teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail.

This means they can assign, track, and collaborate on customer emails, as well as run the most advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software or switching tabs.

Hiver helps over 1500 companies - ranging from new-age unicorns to traditional enterprises - deliver a better experience to their customers. Companies like Canva, Lonely Planet, Flexport, Pluralsight, Oxford Business Group, and Upwork, among others, are powered by Hiver.

Hiver has all the powerful features of a helpdesk, yet the simplicity of Gmail. Here are a few:

KEY FEATURES

Collision Alerts - Get alerted when someone is responding to an email. Avoid duplicate and conflicting responses.

Email Tags - Email tags for shared inboxes help you organize your emails by categories.

Auto Assignment - Automatically assign emails to your team in a Round-Robin manner for faster responses.

Email Templates - Save canned responses as templates. Share them with your team.

SLA & Business Hours - Set the right expectation for your team. Never drop the ball on customer queries.

Analytics - Track all your key customer service metrics. Identify areas of improvement and fix them.

Customer Surveys (CSAT) - Measure customer satisfaction by sending a short survey at the end of emails.

Workload Distribution - Optimize your team's workload in a single click.


Key benefits of Hiver

1. Deliver brilliant customer service right from Gmail

With Hiver, you don’t have to switch between Gmail and a ticketing system to manage your customer service help desk. Hiver gives you everything you need to manage customer emails and collaborate with your team, all without the complexities of a ticketing system.

2. Assign tasks and improve team accountability

With Hiver, you can easily assign an email as a task to your teammate in a couple of clicks. Hiver also allows you to filter tasks based on their completion status (unassigned, open, closed, and pending) and based on who is doing what. This way you can track the progress of tasks and make teammates accountable.

3. Take the grunt work out of customer service with Automations

Create smart rules to automate your customer service workflows so that your team can stay focused on doing what they do best — delighting your customers.

4. Measure what matters with Analytics

With Hiver’s analytics, you can now view multiple types of reports with a single click, use the Analyze button, and instantly deep dive into each of them for crystal clear insights and monitor your team’s performance to make data-driven decisions.

5. Prevent email duplication with Collision Alerts

Collision alerts in Hiver provide visual cues that prevent the agents from replying to the same email (and potentially sending conflicting replies).


Images

Hiver Software - Assign Emails with Hiver
Hiver Software - Collaborate with your team using Notes
Hiver Software - Get rid of grunt work with Automations
Hiver Software - Measure what matters with analytics
Hiver Software - Prevent duplicate responses with collision alerts
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Hiver video
Hiver video
Hiver Software - Assign Emails with Hiver
Hiver Software - Collaborate with your team using Notes
Hiver Software - Get rid of grunt work with Automations
Hiver Software - Measure what matters with analytics
Hiver Software - Prevent duplicate responses with collision alerts

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Reviews

Overall rating

4.7 /5
(117)
Value for Money
4.5/5
Features
4.5/5
Ease of Use
4.6/5
Customer Support Software
4.7/5

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Showing 5 reviews of 117
Brian
Overall rating
  • Industry: Management Consulting
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Excellent Add-On to a Gmail-centric Workflow

Reviewed on 23/06/2020

Overall, I very much like Hiver and think it is an excellent service that solved our very real...

Overall, I very much like Hiver and think it is an excellent service that solved our very real problem when redesigning our company's architecture. I have been pleased not only with the functioning of Hiver, but also with the seemingly kind people behind the scenes who are always improving Hiver and are always available for a questions, if one arises.

Pros

Our company moved over to G Suite in an effort to move to cloud-based operations from our previous terminal server setup (Windows-based ONLY; accessibility was relatively limited if not at the office). When making the switch, we note that Gmail does not have a shared mailbox function – something that our company entirely relies on. So though you're getting the "Suite" of apps that are necessary (and excellent) for operations, a large piece of the puzzle was absent. HIVER offered EXACTLY what we were looking for. Accessibility to shared email addresses/inboxes for a small or large number of employees.

Hiver is an excellent and essential tool in our company's toolbox.

Furthermore, the customer service I receive is always quick and accurate and a smile seems to be permanently attached to the customer service reps, making it not only easy, but also pleasant, to address issues.

Cons

Our company works entirely online – browser-based and mobile devices. Hiver has an iPhone app that we use and it is constantly improving, but the iPad app is the iPhone app on a bigger screen. Hiver's latest update duplicates the size parameters of the iPhone app, so it is not just enlarged (causing a grainy picture) but rather readable.

The downside of the app version is that I can't seem to compose a new email from one of the shared mailboxes. While traveling I may need to send an email from a shared address, but cannot do so with the Hiver app.

Further, Hiver sorely leaves behind the template functionality – something that our company depends on – and I can't seem to create signatures for the various addresses.

A new iPad app may be a longer project, but if the shared templates and signature functions could be addressed, that would take Hiver to a new level for companies such as ours.

We are also looking at investing in Hiver again for a new setup, but I note that the prices have become quite high. While G Suite itself is $12/user, if you require more than one shared inbox (which seems very likely) you're paying almost double @ $22+/user for Hiver, which then starts to crank up the price making it seems like less of a "value". It may require some planning, but Gmail offers alternatives to the shared inbox which may appeal to customers who would find this too expensive.

Danial
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

A unique system to always provide excellent customer service on time.

Reviewed on 29/03/2022

In order to avoid having to switch between multiple systems to see what messages we had received,...

In order to avoid having to switch between multiple systems to see what messages we had received, Hiver consolidated all of our emails into one platform. This helped us increase our interaction with emails that received us with various content more quickly and efficiently, and also kept us in touch with updates and responses, the matter of which made the processes of following up on customer requests and problems more efficiently, and also the directives of the heads of work were circulated and a more efficient way of distributing information.

Pros

Hiver streamlined the email-based management of support issues, tasks, and client information. Hiver makes email entry in remote offices simple and easy. Allows team members to argue String emails, as well as categorize emails that can be seen by everyone on the team. An email box that is shared by all members of a team helps keep everyone on the same page. Assigning projects to coworkers, tracking their progress, and organizing their workload are all made easier with this tool. Using Hiver, you may work together with colleagues on each customer and keep track of important emails to ensure you don't miss anything.

Cons

In general, there are no negatives affecting the general performance of Hiver, as after completing the training, the team will be able to use it efficiently at their different levels and experience. But the problem remains with the high subscription prices, which are not suitable for small enterprises.

asher
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

endless problems

Reviewed on 06/11/2019

would not recommend

would not recommend

Pros

works sometimes, that's the best i can say

Cons

buggy software, does not sync, support is absent

Mark
Overall rating
  • Industry: Wholesale
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Hiver user of 6-7 years.

Reviewed on 14/06/2023

Pros

Hiver has significantly improved our internal collaboration. Easy integration with Google Workspace, shared labels and shared mailboxes are allowing team members to find any relevant emails they may be looking for based on how our workflows are setup. The analytics on the shared mailboxes provide relevant insights for optimizing our workflows and improving accountability across company. We have been Hiver users for 6-7 years and a happy one, when issues arise support has been fantastic, personable, with timely follow-ups and never dismissing our concerns. In our company every employee uses hiver.

Cons

Usually, it is much easier to find cons in any application, but I find with Hiver to the extent we use it, there is nothing to complain about.

Meritxell
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Colaborattive inboxes and email managing

Reviewed on 08/03/2023

Productivity has increased considerably.

Productivity has increased considerably.

Pros

It's incredible easy to setup and get used to work with it. There is no need to train users.Notes on emails or tag another user on it it's very useful.

Cons

Sometimes it's hard to define what you want to have in your main inbox or not.

Alternatives Considered

Drag

Reasons for Switching to Hiver

It looked easier to be used.
Showing 5 reviews of 117 Read all reviews

Hiver FAQs

Below are some frequently asked questions for Hiver.

Hiver offers the following pricing plans:

  • Starting from: $15.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Lite Plan: $15/user/month when billed annually. $19/user/month when billed monthly. Pro Plan: $49/user/month when billed annually. $59/user/month when billed monthly. Elite Plan: $79/user/month when billed annually. $99/user/month when billed monthly.

Hiver has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Hiver supports the following languages:

English

Hiver supports the following devices:

Android (Mobile), iPhone (Mobile)

Hiver integrates with the following applications:

Aircall, Asana, Jira, Slack, WhatsApp, Zapier

Hiver offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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